You have not actually asked a question.To update the name associated with an email address you:Login in as a Staff click on new ticket.search by the email address.click continue.click on First Last <email@address.tld>Correct the Full Name.Click Update User.
As osTicket continues to move towards individual accounts more small changes like this will continue. Eventually you will be able to group your users and I imagine that you will be able to associate more than one name with an email address. Currently however you cannot.